Building Great Customer ExperiencesFebruary 6, 2003 11 out of 14 found this review helpful
A must read for all Customer Service Managers and any one involved with "Customers" I found this book to be full of useful ideas and look forward to using them on a daily basis. The authors have managed to put ideas down in a clear and concise manner which make it easy to read and understand. Highly Recommended.
Thought LeadingFebruary 3, 2003 11 out of 13 found this review helpful
I've started to see lots of commentators, conference speakers and consultants talking about the Customer Experience. But none of them come anywhere near these guys for a holistic and in-depth treatment of the subject. Their book provides the intellectual rigour, as well as advice which is clearly based on practical experience, that is missing from so many Customer Service and Customer Experience books.
